Service Delivery Manager

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of – for food, people and the planet.

Job Summary

Tetra Pak is a global leader in food processing and packaging solutions, dedicated to making food safe and available everywhere. With a presence in over 160 countries and an extensive product portfolio ranging from packaging materials to processing equipment, Tetra Pak is committed to sustainability, innovation, and creating value for its customers and stakeholders.
Drive growth, profitability and capabilities in Technical Service business Customer Management responsibilities for a large segment of the business in the market area deploy the Technical Services portfolio.

Ensuring the quality of labour service delivery to customers in accordance with the world class industry standards. Secure resource readiness, responsiveness and capability to fulfil the current & future business needs. Drive optimal utilization, operational cost optimization and manage maintenance work profitability. Responsible to keep customer centricity in decision making and to ensure high level collaboration with market operations. Manage the customer service operations in efficient manner by liaising and leveraging the cross functional teams.

You will be travelling 75% of your time to our customer sites (Argentina).
You will be based in preferably in Santa Fe or Buenos Aires, Argentina.
Tetra Pak is not sponsoring visa or relocation for this position.

What you will do

As a Service Delivery Manager, you will:

• Lead the supervision of field force activities to ensure that they are executed to a high standard and in line with agreed procedures, safety standards and regulations, ensuring that all assignments are manned in an efficient and effective way to satisfy customers.
• Lead the support to the FSE to resolve issues, making sure the Problem Solving Methodology and Issue Resolution escalation process is consistently followed and applied to ensure rapid and permanent resolution.
• Provide regular and consistent communication to relevant stakeholders, including account teams, on issue status and next steps.
• Serve as Issue Driver, as required.
• Lead the consistent use and application of global standards, processes and tools, for each type of service delivery. Perform regular audits of service execution, and follow up with relevant improvement action plans.
• Lead the analysis and follow up of Customer Experience Surveys and feedback from account teams in own area of responsibility, drive relevant action plans to improve customer satisfaction.
• Lead the timely and high quality completion of all relevant technical reports from the team in own area of responsibility.
• Lead, develop and manage the field force team according to the global HR processes, standards and definitions.
• Participate in the the identification of talent/potential candidates for promotions, rotation assignments and career migrations.
• Participate in creation and lead execution of the competence development and certification plans for the field force in own area of responsibility.
• Participate in market area tactical planning and resourcing process, by providing relevant inputs for capacity and competence development.
• Participate in extended account teams in own area of responsibility to ensure the service delivery meets expectations of account team and customer stakeholders.

We believe you have

• Minimum 5 years experience as Service Engineer.
• Minimum 5 years of front line experience with customers.
• Team leadership experience preferred. Strong technical knowledge of equipment.
• Strong productivity and continuous improvement focus.
• Understanding of maintenance and reliability concepts.
• Fluent English is highly desirable.

We Offer You

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
• A culture that pioneers a spirit of innovation where our industry experts drive visible results
• An equal opportunity employment experience that values diversity and inclusion
• Market competitive compensation and benefits with flexible working arrangements

Apply Now

If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page at https://jobs.tetrapak.com/.

This job posting expires on August 29, 2024.

Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.